Customer Support Specialist II

2 weeks ago

Norcross, Georgia, United States Clean Earth Holdings Full time

Customer Service Representative II

Company Overview

Clean Earth Holdings stands as a leader in the specialty waste management sector across the United States, offering comprehensive solutions for remediation, disposal, recycling, and beneficial reuse of contaminated materials, including hazardous and non-hazardous waste. Our extensive range of technologies and services serves a multitude of industries, such as energy, infrastructure, commercial, industrial, retail, and healthcare.

What sets us apart is our unique ability to provide a singular, full-service solution for managing various waste streams from a single client. Our meticulous processes, unwavering due diligence, and exceptional results deliver unparalleled recycling solutions, all while prioritizing outstanding customer service.

Every day, Clean Earth engages in a hands-on, committed approach to recycling and reusing waste that would otherwise contribute to landfills. Let our team of specialists craft a tailored waste disposal and recycling strategy that aligns with your company's needs and objectives.

Role Overview

The Customer Service Representative (CSR) is responsible for executing complex customer service functions that necessitate independent judgment and substantial experience. You will foster strong customer relationships by addressing inquiries and concerns with efficiency, precision, and professionalism. This role also involves supporting management projects and overseeing the servicing of clients requiring specialized attention.

Key Responsibilities

  1. Establish and maintain client account records, ensuring completeness and accuracy across all database systems.
  2. Review and prepare orders for accuracy in accordance with client contracts.
  3. Accurately create Service Orders as needed for scheduling, routing, and billing purposes.
  4. Coordinate all aspects of client account execution, ensuring seamless service delivery.
  5. Manage order processes, including preparation, monitoring, scheduling, and documentation maintenance.
  6. Assist the Finance department with collections as necessary.
  7. Verify pricing accuracy and review orders for invoicing.
  8. Compile client profiles by gathering relevant information and applying basic knowledge of hazardous waste coding and disposal requirements.
  9. Monitor client progress and provide internal reports to relevant team members as required.
  10. Collaborate with internal business analysis teams to develop customer-facing reports and presentations.
  11. Deliver shipping and tracking reports, detailed manifests, and on-time delivery and pick-up updates to clients.
  12. Collect data and insights to prepare client presentations and additional reports.

Qualifications

Basic Requirements

  • High School Diploma or GED.
  • Minimum of 2 years of experience in a customer service-related position, particularly in an inbound/outbound call center environment.

Preferred Qualifications

  • Strong time management and decision-making abilities.
  • Self-motivated with the capacity to manage multiple projects with competing priorities.
  • Ability to work independently with minimal supervision.
  • Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel, Outlook).
  • Excellent verbal and written communication skills.
  • Exceptional attention to detail and time management capabilities.
  • Ability to handle several tasks simultaneously while meeting deadlines.
  • Strong active listening skills and conflict resolution abilities.
  • Experience with invoicing and related software.
  • Familiarity with Salesforce, Ariba, or Coupa systems.
  • Knowledge of waste characterization and handling, including EPA/RCRA and DOT regulations.
  • Experience managing service contracts.
  • Familiarity with web-based programs and proprietary online applications.
  • Ability to maintain high accuracy in detail-oriented tasks.
  • Capability to lead account-specific projects.
  • Competence in using general office equipment, including phones and computers.
  • Ability to thrive in a busy, often distracting work environment.

Additional Information

Clean Earth Holdings provides competitive benefits, including health, dental, vision, life, and disability insurance plans from the first day of employment, along with paid time off, wellness benefits, employee discounts, tuition assistance, and a 401k plan with company matching.

We are committed to equal employment opportunities (EEO) for all employees and applicants, without regard to race, color, religion, sex, national origin, age, disability, veteran status, gender identity, or genetics. This policy applies to all employment terms and conditions, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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